User Support Level 1

Note	The features and/or parameters listed in this article may not be available from your telephone service provider.

Home Support

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Introduction

The supporter finds here instructions how to handle a user's level 1 telephony problems.

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Analyzing the Customer Problem

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Work Flow for Analyzing the User Problem

The supporter finds here instructions how to handle a user's telephony problem and to find out the problem area.

Work Flow for the Reception of User Problems

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Solving the Customer Problem

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Solve Problem: The User Device does not Register

Instruction how to find out and solve why the user's device cannot register, e.g.:

• Defect or not powered user device
• User device not correct connected to the IP network
• User device not correct configured

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Solve Problem: Incoming Connections are Failing

Instruction how to solve failing incomming connections, e.g.:

• User device not correctly registered
• Wrong calling number
• User device not correct configured

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Solve Problem: Outgoing Connections are Failing

Instruction how to solve failing outgoing connections, e.g.:

• User device not correctly registered
• Wrong called number
• User device not correct configured

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Solve Problem: Irregular Connection Release

Instruction how to solve irregularly released user connections, e.g.:

• Failing Session Timer

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Solve Problem: Disturbed Speech Transmission

Instruction how to solve disturbed speech transmission, e.g.:

• Short interruptions during the connection
• No transmission in one direction from the beginning of the connection
• No transmission in both directions from the beginning of the connection

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Solve Problem: Disturbed FAX Transmission

Instruction how to solve interrupted FAX transmission, e.g.:

• Fax transmission doesn't start
• Not all pages are transmitted

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Solve Problem: DECT Multi-Cell Handsets are not Working

Instruction how to solve problems with DECT Multi-Cell handsets, e.g.:

• Hand over from cell to cell not working
• Bad speech quality

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© Aarenet Inc 2018

Version: 3.0     Author:  Aarenet     Date: May 2017